Modernize Siebel CRM with Open UI
A Perficient Webinar June 2016
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Agenda
What will you get from this webinar?
Perficient overview
Summary of the common problems faced by Siebel customers
A framework of options for Siebel
Pros and cons of investing in Siebel
Recommendation for a modern approach to Siebel projects
Case study of Siebel modernization
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About PerficientOur Oracle CX Practice
Practice Started
1999
Successful Projects
500+
Services & Expertise
• CX Strategy• Experience Design• Portal Integration• Architecture• Sales Automation• Marketing Automation• Service Automation
• Call Center• Field Sales• Field Service
• CPQ• Integration• Upgrade & Technical
Architecture• Program Leadership• Change Management
Our Oracle Partnership
Oracle Platinum partner with multiple specializations including Siebel
Deep technical, functional, operational and strategic expertise across the Oracle CX portfolio that enables us to create strategy, design, architect, implement, train and optimize
Go-To Partner for Oracle Sales Cloud
CX invested Partner Community Member
Work closely with Oracle Product Management to provide feedback for future product enhancements
Strong partnerships with Oracle executives, field sales and marketing organizations
Perficient Fast Facts
Founded 1997
Public Company - PRFT
Annualized revenues - $500 million
Dedicated Industry & Technology Practices
27 locations in North America
2,800+ employees
90% repeat business rate
Serving Global 2,000 clients in North America
Offshore in Europe, China, and India
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Selection of Perficient CX Clients
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Internet Explorer is end-of-life. What do we do with Siebel?
Our user base hasn’t seen major improvements in years and they want more.
Department <X>/Users want <insert cloud application>, but Siebel is embedded in our business processes.
Siebel is old technology. How can we modernize?
Corporate strategy says ‘get all systems into the cloud’. How do we do that?
We need a customer portal/mobile solution. What are our options?
Siebel CRM: Where do we go from here?
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Framework of Options
Modernize with Siebel Innovations
This approach:
Involves upgrading Siebel and enhancing business processes using new Siebel features such as the Open UI framework and Siebel Mobile
Can optionally move the servers to cloud infrastructure-as-a-service
Works well for complex Siebel applications with well-defined business processes.
Slow Migration or Hybrid Synergy
This approach:
Involves implementing cloud solutions in strategic functional areas over time, replacing pieces of current applications
Involves upgrading Siebel
Facilitated by the development of interim integrations that will evolve into a final architecture
Requires business transformation, yet with managed risk
This approach:
Replaces existing on-premises application features with cloud applications in one shot.
Involves heavy business transformation to shift processes into the focused, and limited, capabilities of various cloud solutions
Works well for simple Siebel application use
Replace Siebel with Cloud Solutions
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Framework of Options
Pros:• Moves functionality into standardized,
managed services• Consolidates cost of ownership• Reduces effort involved in management
Cons:• May require significant business
transformation and change management• Reduces flexibility to adapt to changing
business needs
Modernize with Siebel Innovations
Pros:• Leverages existing investment• Maintains flexibility in business rules and
processes• Maintains control over corporate data
Cons:• Continued maintenance and ownership costs• May not leverage best-in-class feature sets
prevalent in leading cloud solutions
Slow Migration or Hybrid Synergy
Pros:• Leverages existing investment while also
gaining best-in-class feature sets• Maintains a common centralized data store
with business rules and logic• Controls and limits business transformation
and change
Cons:• Increased integration and data management
needs• Overall cost of ownership and subscription
costs
Replace Siebel with Cloud Solutions
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Common Dependencies
Modernize with Siebel Innovations
Slow Migration or Hybrid Synergy
Upgrade Siebel
Why?1. Enables Open UI
a. Removes dependencies on end-of-life softwareb. Provides the framework for:
• Creating impressive and efficient user interactions• Coupling cloud applications with Siebel CRM in
seamless user interactions
2. Brings you into the simplified Siebel Innovation Pack release cycle
STEP
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What is the Siebel Open UI Framework?ActiveX Control
HTML5/ CSS3/JS
Replaces IE ActiveX browser code with a modern web framework
UI developed to responsive web standards, use any browser on any device
Provides a framework for advanced development of the user experience
Enables user experience enhancements to the Siebel interface equal to any modern web application
Siebel DB
Siebel Servers & Configuration
Siebel Web Servers
Existing logic and configuration investment remains when deploying Siebel Open UI.
Open UI is a new presentation layer for the Siebel application.
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Modern Technology – Modern Approach
UX Worksho
ps
Planning &
Staffing
Development & Testing
Deployment
Support & Fine Tuning
Open UI Enhancement Process• Open UI ideation through User Experience best-
practices• Executive Interviews• Journey Mapping• Contextual Interviews
• Identify high-value scope items• Prune-the-Product• Interactive Wireframes• Backlog Prioritization
• Staff appropriately for the release activities• Web-developers• User Experience Architects• Visual Designers• Highly Experienced Siebel Architects
• Develop and test in iterations• Deploy and support
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Case Study 1Modernizing Siebel to Address Longstanding User Concerns
Problem Statement Vision Journey Mapping Wireframes Design Build Demo Video
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Case Study: Problem StatementTop User Complaints
Can’t easily search Searching in general is difficult, but biggest complaint is product level search issues
Too many fieldsScreens are overwhelming with information since screens supports multiple user roles: Sales, Marketing, Operations
Too many screensExample: Sales has to leave the screen, go to another screen to make an edit and then back to the original screen to continue on with a process
No Business Process GuidanceNot sure what to do to accomplish what they need
Slow PerformanceRelated to too many applets and fields on screens
Project Goals
Centered around only Sales and their needs• Other roles would continue to use
current user interfaceBased upon frequent Sales activities
• Preparing for an Account Visit• Creating a new Opportunity• Maintaining key attributes of an
Opportunity (dates, revenue forecast)
• Declaring a Design Win• Accepting a Design Registration
from a DistributorUsable and available for Mobile (tablets)
• Makes use of the new Open UI / Web enable user interface options
Past Improvement Attempts
Smart Scripts• Created smart scripts to assist
with Opportunity creation and maintenance
• Screens are so cluttered, sales does not “see” the buttons to launch the smart scripts
TBUIs• Can be business process
focused, so user does not get screen errors
• Hard for users to find and launch not intuitive
• Limited usability options for screen design
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Case Study: Problem Statement
52 Columns on Opty Header since screens support multiple roles and not just Sales
Sales user doesn’t see smart script buttons
Not obvious how to launch TBUIs
No visibility to which products are on the Opportunity
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Case Study: Problem Statement
Attempt to create a screen where “all edits” can be done
- Overwhelming- Cluttered
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Project Vision
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Journey Mapping
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Design
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Development: Week 1
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Development: Week 2
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Development: Week 3
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Development: Week 4
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Development: Final
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Outcome
“This is the most impactful improvement to Siebel that [IT] has delivered in years” - Freescale Sales User
Virtually Bug-Free Production Deployment
Cut sales user/system engagement times by 80%Regular user interactions that took 12 user minutes on average now take 2.5 min
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Internet Explorer is end-of-life. What do we do with Siebel? Simple Upgrade
Our user base hasn’t seen major improvements in years and they want more.Modernize the Interface
Department <X>/Users want <insert cloud application>, but Siebel is embedded in our business processes.Hybrid Siebel/SaaS
Siebel is old technology. How can we modernize?Find your real business drivers, then Modernize or Hybrid Siebel/SaaS.
Corporate strategy says ‘get all systems into the cloud’. How do we do that?Find your real business drivers. Siebel on IaaS, Hybrid Siebel/SaaS, or Replace
We need a customer portal/mobile solution for Siebel. What are our options?Modernize the Interface
Siebel CRM: Where do we go from here?
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Framework of Options
Modernize with Siebel Innovations
Slow Migration or Hybrid Synergy
This approach: Replaces existing on-premise application
features with cloud applications in one shot.
Involves heavy business transformation to shift processes into the focused, and limited, capabilities of various cloud solutions
Works well for simple Siebel application use
This approach: Involves upgrading Siebel and
enhancing business processes using new Siebel features such as the Open UI framework and Siebel Mobile
Can optionally move the servers to cloud infrastructure-as-a-service
Works well for complex Siebel applications with well-defined business processes.
This approach: Involves implementing cloud solutions in
strategic functional areas over time, replacing pieces of current applications
Involves upgrading Siebel
Requires the development of interim integrations that will evolve into a final architecture
Requires business transformation, yet with managed risk
Replace Siebel with SaaS Solutions
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Key Takeaways
• Siebel is still the largest, most complete, CRM application in the space• Every Siebel customer is facing the same decisions • Options can be boiled down to:
• Replace Siebel• Modernize using Siebel• Move into a hybrid Siebel/SaaS architecture
• Software-as-a-Service solutions provide excellent department-level functionality – at the risk of creating silos within the organization